FREQUENTLY ASKED QUESTIONS

CAN'T FIND WHAT YOU'RE LOOKING FOR?
Reach out and tell us whassup and one of our Customer Service Crew Rep will get back to you ASAP. 
Please include your order number (if you have one).
 
Email us at thecrew@1989streetwear.com
or fill up the contact form here.

SHIPPING

WHAT ARE YOUR SHIPPING RATES?

   

Delivery times are an estimate only.

Our fulfilment time average is 2–5 business days.

We are currently experiencing a high volume of orders and shipping may be delayed. All orders will be processed in the order they are received.

    WHAT ARE THE CUSTOMS FEES CHARGES?

    Individual countries and their local authority are subject to change.

    Import taxes and fees are completely out of our control and must be paid by the recipient.

    We recommend contacting your local customs office to check if taxes apply and how much they may be.

    If delivery is refused and returned to us, your order will be refunded minus the original shipping costs.

    1989 Streetwear will not mark your parcel as a ‘gift’ or ‘sample’ to avoid you paying taxes/import fees.

    WHERE DO YOU SHIP FROM?

    All orders are shipped from 1989 Streetwear HQ located in Surfers Paradise, Queensland, AUSTRALIA!

    HOW LONG IS YOUR FULFILMENT TIME?

    Fulfilment time is usually between 2-5 days.

    If your order is placed before 5 pm AEST Mon-Fri we aim to dispatch it the same business day.

    Orders placed on weekends and are shipped the next business day.

    HOW DO I KNOW WHEN MY ORDER IS ON ITS WAY?

    After your order has been packed you will receive an email from us with your tracking number.

    Please note tracking can take up to 24hrs to update.

    HOW LONG DOES SHIPPING OUTSIDE OF AUSTRALIA TAKE?

    NEW ZEALAND

    Standard Shipping 4-8 Business days

    Express Shipping 2-5 Business days

    REST OF THE WORLD

    Standard Shipping 2-4 Weeks

    Express Shipping 1-2 Weeks

    DELIVERY

    DO YOU SHIP TO PO BOXES AND PARCEL LOCKERS?

    YEAH! Just place your PO Box or Parcel Locker address in the shipping section when checking out! 

    Typically only national postal operators can deliver orders to PO Boxes.

    We strongly suggest you use a physical address instead of a PO Box address to ensure smooth delivery.

    HOW LONG DOES DELIVERY TAKE IN AUSTRALIA?

    Standard Shipping 2-8 Business days

    Express Shipping 1-4 Business days

    Delivery times may vary depending on where you live and a few other factors. You can check the Australia Post delivery estimator for a rough idea of delivery time to you.

    Keep in mind these time frames do exclude order processing time.

    WHERE WILL MY PARCEL BE DELIVERED?

    We will deliver to the address you provide when placing your order.

    If by chance the details are incorrect or incomplete and we have to resend a parcel, you may be liable for the expense.

    PLEASE DOUBLE-CHECK YOUR DETAILS!

    If we haven't dispatched your parcel yet there may be a small window to change your address.

    Please get in contact with us ASAP!  

    DO I NEED TO BE HOME TO RECEIVE MY DELIVERY?

    Our deliveries may require a signature.

    If you aren’t home (AUS) your package will be taken to your local post office to collect.

    If you do opt for a ‘safe drop’ option or have ‘authority to leave’ in place for your address 1989 will not be liable for the package.

    MY TRACKING SAYS DELIVERED BUT I HAVEN'T RECEIVED MY ORDER?

    Most of our orders do require a signature on delivery unless the recipient has opted for the 'safe drop' option.

    If this option has been enabled 1989 Streetwear is not liable for the package. 

    If you did not authorise to 'leave in a safe place and your tracking is showing delivered please first check:
    letterbox, front door area (including under door mats, in pots etc.), with the people in your household, neighbours and/or building management.

    If you cannot locate your parcel, please get in touch with us. We will 100% work with you to get to the bottom of it!

    WHAT HAPPENS IF MY PACKAGE WASN'T DELIVERED, BUT THE TRACKING STATES THAT IT WAS?

    There may be cases where the delivery was made, but the package was left in an unexpected location at the address. Please reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left on the back porch."

    If the package was marked as delivered by the carrier, but you report you have not yet received it, we unfortunately won't cover the cost of reshipping or refunding the order.

    RETURNS and EXCHANGES

    CAN I RETURN ITEMS?

    Your products can be returned within 15 days of the delivery date for a REFUND (AUS ONLY*).

    Your products can be returned within 30 days of the delivery date for a Store CREDIT or an EXCHANGE (AUS ONLY*).

    For returns from other countries, please get in touch with us!

    We are working to make this happen also for the Rest of the Wolrd.

    All products returned need to be in original condition, unwashed, and unworn.

    For hygiene reasons, products such as socks are not able to be returned.

    If any product you have received is damaged or faulty, send us an email at thecrew@1989streetwear.com with your order number along with photos of the fault/damage so we can sort it out ASAP! Postage costs & Duties are non-refundable for international orders.

    *WE DO NOT OFFER REFUNDS/RETURNS/EXCHANGE ON SALE ITEMS*

    CAN I RETURN A GIFT CARD?

    Unfortunately, e-gift cards are non-returnable and cannot be refunded for cash.

    HOW DO I GET MY STORE CREDIT?

    You'll receive an email with your store credit once your return gets back to us.

    Your store credit is issued via a 1989 E-Gift Card* and is valid for 3 Years from the issue date

    *Gift Cards are not redeemable for cash or refundable

    REFUNDS

    CAN I GET A REFUND?

    Refunds are offered on all orders returned within 15 days of delivery unless stated otherwise.

    All refunds are processed back to your original payment method.

    Refunds are not valid on shipping costs or sales items.

    HOW LONG DOES A REFUND TAKE?

    Once your return has been shipped back to us we will process your refund.

    We can only refund to the same method you originally paid so depending on how you made the payment, your money can take about 2-5 business days to get back to your account. 

    WHAT IF I PAID WITH A GIFT CARD / STORE CREDIT?

    If you have paid on a gift card/store credit and select a refund you will receive this back onto the gift card used.

    WHAT IF I USED MORE THAN ONE PAYMENT METHOD?

    If you have used a mix of store credit, AfterPay / Credit card etc then the store credit will be reissued first and then the remainder will be refunded to the other payment method.

    HOW DO REFUNDS WORK WITH AFTERPAY

    We refund back to Afterpay directly.

    The refund amount you receive in your bank account will depend on the status of your instalments and can take 1-5 business days

    PRODUCTS

    DO YOU HAVE SIZING ON EACH PRODUCT?

    YES! All of our product pages will have sizing info in both (cm) and (inches).

    For more info visit our Size Guide page.

    WHAT UNISEX SIZE SHOULD I BUY?

    UNISEX styles are based on our Men's fit.

    If you usually shop from the Women's section, you should expect this item to fit large and oversized.

    Some of our customers would usually opt to grab a size or 2 down in UNISEX fit based on their personal preference. 

    PAYMENTS

    WHAT ARE THE AVAILABLE PAYMENT OPTIONS?

    We offer several ways to pay including some Buy Now, Pay Later options:

    Visa, Mastercard, AMEX, Afterpay, Klarna, Zip Pay, Shop Pay, PayPal.

    CAN I USE MORE THAN ONE PAYMENT OPTION?

    This can only be done if you are combining a store credit or gift card with one other method.

    Unfortunately multiple credit cards, or buy now, pay later options can't be combined.

    CAN I CHANGE MY PAYMENT METHOD?

    Unfortunately not!

    Once an order is placed we are unable to change it without cancelling the order entirely

    MY CREDIT/DEBIT CARD IS NOT PROCESSING?

    If you are having trouble finalising your order with your credit/ debit card firstly, make sure you have sufficient funds in your account. Once you have confirmed the funds are available please double-check the following;

    1. All details on your card match the checkout screen (including your 3-digit number on the back of the card. 

    2. You’re using the correct billing address - Try typing your billing address in separately instead of using the 'same as billing address check box.

    3. You have not exceeded your daily limit 

    4. If purchasing from outside Australia, ensure you can use the card for international purchases.

    e-GIFT CARDS

    HOW LONG DO e-GIFT CARDS LAST?

    All e-gift cards are valid for 3 years from the purchase date

    WHEN WILL I RECEIVE MY e-GIFT CARD?

    All e-gift cards are sent within 24 hours of purchase unless you've chosen to send it to someone at a later date

    HOW DO I REDEEM MY e-GIFT CARD?

    To redeem your e-gift card enter your unique code into the 'gift cards/discount' box at checkout.

    CAN I USE MULTIPLE e-GIFT CARDS AT CHECKOUT?

    Yes! Just apply your unique e-gift card codes separately in the 'gift cards/discount' box at checkout. 

    DISCOUNT CODES

    GENERAL DISCOUNT CODE INFO

    All available discount codes must be applied during checkout before the order is completed.

    All discount codes apply to full-price items only. Not valid in conjunction with any other discount, offer or promotion.

    All discount codes are single-use only unless otherwise stated and are not combinable with the purchase of gift cards.

    Other exclusions may apply.

    MY DISCOUNT CODE ISN'T WORKING?

    Discount codes are not combinable with any other offer including other discount codes, sale items, purchase of gift cards and free shipping promos.

    Please check that the discount code you are trying to apply doesn't have a minimum spend, is valid or has any other requirements in the T&Cs.  

    If this is not the issue and you’re still having issues, shout out to the crew here!

    MY DISCOUNT CODE ISN'T VALID?

    We have a few different codes that go around from time to time. Make sure your code is still valid and double-check the T&Cs of your specific code.

    OTHER DEALS

    Add any 2 eligible products to your cart and they will automatically be discounted to the price shown.

    Not valid in conjunction with any other offer or discount code or promotion. Other exclusions may apply.

    GENERAL

    HOW DO I REPORT A PROBLEM WITH MY ORDER?

    Be aware that we may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

    You can report problems with an order via email at thecrew@1989streetwear.com or Get in Touch

    DO I NEED TO CREATE AN ACCOUNT TO CHECKOUT?

    An account isn’t necessary, you can checkout as a guest.

    Though it does make things easier for your next purchase. So it’s not a bad idea to create one.

    HOW DO I KNOW MY ORDER HAS BEEN PLACED SUCCESSFULLY?

    After placing your order, you will receive an email confirming the order.

    If you’re unsure for whatever reason, don’t be shy –  Get in Touch with our customer service crew, or send us an email to thecrew@1989streetwear.com and we’ll do our best to sort it out.

    HOW CAN I TRACK MY ORDER?

    Once your order is ready to go, we hand it over to the carrier and send you a shipping confirmation email that contains a tracking number.

    When an order has been given to the shipping carrier, updates on its status will depend on their tracking services. If you encounter any issues, you can contact us at thecrew@1989streetwear.com, and we’ll do our best to help you.

    Download the SHOP app to track your orders.

    Shop automatically gathers and tracks your orders, so you don’t have to search, copy, or paste. Know what you ordered, when, and from where. Shop organises all your previous orders and receipts.

    Shop can locate and track orders automatically in the following situations:

    • When you connect a Gmail or Outlook email address to Shop, the app locates orders based on your emails.
    • When you place an order with another store that is opted into Shop, the app locates the order based on your account information.

    If you don't use Gmail or Outlook, then you can still track orders using email forwarding, or by manually adding tracking information.

    More info at shop.app/help.

    CAN I CHANGE or CANCEL MY ORDER?

    YES, As long as you tell us before order fulfilment. Please make sure you give us details as soon as you can.

    All orders are final once they have been processed for shipping.

    Unfortunately, NO further changes can be made to your order once fulfilled for shipping including and not limited to:

    • change of delivery address
    • removing and/or adding items to your order
    • changing colours/sizes of items
    • applying promotional codes or cancelling your order.

    NEED HELP? CONTACT THE CREW!